Shipping & Returns

Shipping

Where we ship

We currently only ship within Singapore. All orders are fulfilled through our Shopee store.

If you are based outside Singapore and are interested in our products, please contact us directly and we will try to accommodate your request based on your location.

Shipping rates

Local (Singapore): Free shipping on all orders over S$60. Shipping charges for orders below S$60 are calculated at checkout on Shopee.

Delivery timeline

After your payment has been confirmed, your order will be processed and dispatched. You can expect delivery within 4–7 working days.

Working days are Mondays to Fridays. Public holidays and weekends are not counted.

You will receive a shipping notification once your order is on its way.

Order processing

Orders are processed after payment confirmation. You will receive a receipt confirmation within 1–2 working days of placing your order.

Returns & Exchanges

Return window

We accept returns within 7 days from the date you receive your item. All refund and exchange requests must be raised within this window.

Eligibility conditions

To be eligible for a return, items must be:

• Unworn and unused
• With all original tags attached
• In original packaging
• Accompanied by a receipt or proof of purchase

Acceptable reasons for return

• Manufacturing defects
• Product malfunction
• Incorrect sizing (where the product was not used)

Non-returnable items

The following items are not eligible for return:

• Items that have been worn, used, or washed
• Items damaged by pets (chewing, scratching, etc.)
• Items showing normal wear and tear
• Items used beyond their intended purpose (e.g. using the harness handle to carry your dog)
• Items where weight or height limits were exceeded
• Sale items
• Gift cards

How to initiate a return

To start a return, please email us at wag.actually@gmail.com with your order number and the reason for your return. Our team will respond within 1–2 working days with next steps.

Please note: Customers are responsible for their own postage costs when returning items. We recommend using a trackable shipping method as we cannot be held responsible for items lost in transit.

Refund timeline

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 10 business days.

Please allow additional time for your bank or payment provider to process and post the refund.

Exchanges

We do not offer direct exchanges. If you would like a different size or colour, please return your original item (subject to the conditions above) and place a new order on our Shopee store.

Damaged or incorrect items

If you receive a damaged, defective, or incorrect item, please contact us immediately at wag.actually@gmail.com with photos of the item and your order details. We will make it right as quickly as possible.